Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I had been been living at the ************** apartments which is owned by **** and company since April 2022 that I have attached below. We moved out in July 2024 and never received our deposit. I have pushed this far because my partner has a disability and I have been working while taking care of him, please understand my situation. As I am in very desperate need of my deposit. I have attached documents and highlighted to show you the amount I should be receiving. It should have came in the mail as a check but we were in the process of moving and never received it. Thank you for your understanding.

  Business Response

  Date: 11/18/2024

  Hi ******, 
  
  
  We're sorry to hear about your experience and falling below your expectations here.  While we aren't able to extend a full credit, we'd like to do something.  *************** supervisor, ***** ****** will be reaching out to you or you can connect directly with him at your convenience.  Danni's email is ************************************************************************ or **************.
  
  
  Thank you for your understanding and we wish you all the best.  
  
  
  Sincerely, 
  ****** Hay 
  Director of Operations

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with the agreement between the Leasing Manager and myself when I moved into Mercantile Loft in Feb 2024. Note: Im paying $3300 per month located in skid row, next to the ****************. The location was not desirable however the loft was being sold as 1700+ square feet, with Washer and dryer, and just basics (car garage) when I moved in the unit was not ready.. 1) 25% of the unit had no lights. Two existing light fans located in separate locations of the unit did not work. Its been now eight (8) months and still one of the lights has not been replaced. They replaced one of the lights in the month of July . 2). Washer/Dryer unit that existed in the unit didnt work when I moved into Mercantile Loft. Also the leasing manager (who no longer works at the company) promised that a new washer dryer would be replaced.. they have only tried to bandaid the problem by sending a maintenance guy to fix the old unit.. the first maintenance came back in April and made the unit work however the dryer didnt work after multiple complaints they finally sent another maintenance technician in September and the technician informed me that the old unit wasnt even a model sold in the ***.. 3) bathroom toilet roll holder - when I moved in this also was not installed and after multiple complaints nothing happened so i eventually bought one from ********** and installed it myself..

  Business Response

  Date: 10/04/2024

  Thanks for taking the time to share your issues with us. We understand your concerns and appreciate you bringing this to our  attention. It's important to us that our residents always feel valued and receive clear communication from our team. 
  Please be assured that we are reviewing your experience internally, in addition to our direct communication, so that we can better address issues and concerns moving forward. We always welcome you to contact us directly if you need further assistance.

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22334792
  
  
  
  I am rejecting this response because: I have been communicating with your manager and it seems now that I’ve complained to BBB “management” seems to now be focused to help resolve current problem however as of today none of the issues have been corrected.. also this response doesn’t resolve the issue that I have not had lights or a washer/dryer since I’ve moved into the unit.. so how will I be compensated for no lights and no washer/dryer for past 9 months and counting…
  

  Today is 10/4 and management attempted to change the old w/d unit with a new one, however after installation now I have no access to my “Dishwasher”.. because the W/D unit is blocking the D/W unit door from opening.. (I sent a video to your Manager).  Also today the “Electrician” came and after reviewing they informed me that they need to come next week to fix the light fixture (Note: there is no power coming into the outlet fixture).. 

  again, this hasn’t been resolved and I still have not received any reasonable compensation for 9 months of no lights and no washer/dryer. 

  Sincerely,
  
  
  
  Edward Kim

  Business Response

  Date: 10/21/2024

  After completing the requested work, our Regional Portfolio Manager attempted to contact Mr. *** on 10/17/24 at 5:43p.m. and 10/18/24 at 12:33p.m. and did not hear back from him. 

  All the requests he raised have been completed, including an issue with the refrigerator, which wasnt mentioned in the complaint. Heres a summary of the completed work:
  

  -******** Construction repaired his dishwasher (it wasn't fully opening) on 10/16/2024.
  -JV Electric fixed all electrical light fixtures on 10/16/2024.
  -**** Maintenance replaced his refrigerator on 10/16/2024.

  If Mr. *** has any further questions or need additional assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a former resident at *******************. O moved out May 1st and since then I have been expecting my refund. Recently property management were switched from Mashcole to Moss & company. I have contacted the residential manager via phone and text NUMEROUS of times and I keep getting lied to with fake lies that i will get my check this week and this week and this week never comes. Lately the resident manager has been ignoring my calls and text messages. I reached out personally to Corporate as well , and i have not been able to get a hold of any one to give me a proper response regarding my deposit.

  Business Response

  Date: 08/05/2024

  Dear *****, 

  Thank you for your message. We appreciate your patience as we worked to resolve your concerns regarding the holding deposit refund. We have refunded your deposit in full and it was mailed on Friday, July 5th to the forwarding address you provided. 

  If you have any questions or need further assistance regarding your refund, please don't hesitate to contact us. We are here to help ensure your satisfaction.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living at the same apartment building for approximately 10 years. For the first 9 years while I lived there it was managed by a lovely man that attended to all of the needs of the building. He had been managing the building for over 20 years at that point in time. The owner past away and his heirs elected to fire the original manager and hire Moss & Company as the new property management company for the building. They were terrible. No tenant had anything good to say. Our building had 4-5 different property managers assigned to our building over the course of just 2 years. They were never present, and for a building with 41 units, there was no onsite management. Repairs were delayed to the point of negligence. That was not the tipping point for me. The tipping point for me was when I went to apply for a lease at a new building, my rental record with **** and Company showed one late payment, one outstanding balance (for a month that they didn't even manage the building any more), and one month of no records (I don't even know how that occurs). For the record, each of those months were paid in full via check put into the rental mail box in the lobby of the building. I paid on the 1st of every month and have copies of each check dated as such. If they chose to cash/deposit those checks several days later should not be my issue. I received an initial rejection notice for my application at a new apartment complex. I have a credit score of 794, no outstanding credit card balances on credit lines up to approx $80K, and all of my previous loans paid off on time in full. The only ding to my Experian rental report was Moss & Company's inaccurate reporting of my payments. This ofcourse warrants and actual claim in court for which damages would be warranted. I have lost time and money due to Moss & Company's business practices. If this can happen to a person that pays everything on time, and in full, I really think others have been wronged in much worse ways.

  Business Response

  Date: 07/11/2024

  Dear *****, 

  Thank you for your message. Upon completing a thorough review of your ledger, we identified the following key points:
  

  1. In November 2022, our records reflect a missing rent payment.

  2. In May 2023, you incurred one late fee for a payment recorded on May 8, 2023.

  3. In August 2023, a late fee was charged in error and subsequently waived.

  4. Crucially, we did not process your security deposit disposition following your move-out on February 29, 2024, coinciding with the termination of our management agreement. This termination was initiated effective January 17, 2024, when *********************** assumed the role of property manager, which was an unconventional management transition.

  5. It's important to note that we did not execute the security deposit disposition and, therefore, should not be held responsible for any adverse impact on your credit.

  6. Additionally, we did not collect rents for the month of February 2024, our last month of management. The owner sent notices to residents informing them of the change in management and new payment instructions for February 2024 rent payments.
  

  Please dont hesitate to contact us if you have any questions. 

   

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21966640
  
  I am rejecting this response because:

  1. The November ************************************** the rent box on the 1st of the month. After reviewing my bank records, I noticed that a check was not cashed between the months of October and December which had to be my November rent check (check #***). If my check was never received by the management company, I would/should have received a 3 day notice to pay/quit - which I never received. Even if my check was lost, the management company never reached out to rectify the situation. I should not be penalized on my credit records for the property management's mistakes.

  2. The late payment record for May 2023 is unwarranted. I placed my check in the rent check box on the 1st of the month. Just because the check was not cashed until the 8th is not my fault. Also, it was customary for checks to be cashed a week after being received. There is no record indicating the check was actually received late - the only record is that is was cashed late which should be the property management company's issue, not mine.

  3. Thank you for waiving the late fee for August 2023 - it obviously was unwarranted and was probably a similar instance to #2 above.

  4. The security deposit issue is between **** and Company and my new management and should not affect me whatsoever.

  Since **** and Company were terminated from my building, the ownership has changed thus **** and Company should clear my record so that it no longer effects my ability to get new housing elsewhere.

  Sincerely,
  
  *********************

  Business Response

  Date: 07/25/2024

  Dear *****,
  Thank you for taking my call Tuesday, July 23rd, and providing detailed information regarding your complaint about the reported late payment and outstanding balance due to a missing payment on your Experian credit report by RentGrow.
  We are actively working to resolve this issue as quickly as possible. Please know that we take your concerns seriously and are committed to finding a satisfactory resolution, and will remain in direct contact with you to do so.
  Thank you for your patience and understanding.
  Best regards, 
  ***************************
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This management company evicted me on voucher . They did inspections in the wrong apartment and relocated their friends on my voucher . They got relocated under my name using my voucher . Then told me they werent receiving rent money anymore and that they checked me out of continuum of care .

  Business Response

  Date: 07/17/2024

  Dear *****, 

  Thank you for contacting us. The information you've shared is inaccurate, as you never had a voucher on file during your tenancy. You were ultimately evicted for non-payment of rent and were absent during the eviction/court process. Should you need further information, please contact LA Family Housing, who provided assistance with your rental payments.

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a deposit and the 1st months rent. However I ran into difficulty filling in the application on line, my co-applicant filled in the form first instead of me. I contacted Moss & Company and asked to have the application resent. They stated I had to print off the 100 page application and sign each page and submit it, as well as getting my co-applicant to do the same. I went to Moss & Company head office to get some assistance but was turned away without any assistance. Im ********************************************************************************************************************************** I decided I did not want to rent from this company. They stated they would return my monies but more than a month has passed and I have not received it.

  Business Response

  Date: 07/12/2024

  Thank you for your message regarding your recent application experience. Upon your visit to our corporate office, we invited you to come to the property to complete the lease signing in person, where the appropriate **** & Company employee could assist with the process. After stating you were no longer interested in renting with us, we mailed the full amount of the move-in funds to the address listed on your application on July 2nd. We understand that the processing time for payments can sometimes be longer than anticipated, as we process all refunds via check and delays can be caused by the postal service.
  
  If you still have not received your refund payment, please contact our office at ************** to ensure that you receive the full refund of the deposit.

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -i went to go view a property on 5/23 -on 5/24 early afternoon, I dropped off two money orders to apply. One for $55 for the application fee and another one for $500 as a hold for the property and half of the deposit.-later that afternoon I got an email saying that they needed more information so they can start processing my application. I noticed that they had a minimum income requirement that was not on the application prior to submitting the non refundable $55 application fee. -I received a call from the manager of **** and company after I text **** that I would not be eligible for the apartment and expressed my frustration with the disclosure not being on the initial application I filled out. I told him after a brief discussion that I wanted to withdraw my application and get my $500 deposit back. He said he will start to process the repayment -May 31st I had not received any information about when I would be getting my deposit back and called **** again. He said he just processed it and in his experience it should not take more than seven business days for me to receive the check in the mail. -I called again to follow up on June 21st and **** called me back to say that check was just cut on June 18th (three days ago) and I will hopefully get it within a week.

  Business Response

  Date: 07/01/2024

  Hello *****,
  
  Thank you for your message. We appreciate you reaching out to us regarding your recent application experience. We understand how frustrating this situation can be, and we appreciate the opportunity to address your concerns.
  

  Upon reviewing your application, we noted that you signed a document acknowledging our income requirements as part of the application process. This document states "Applicants must have a gross income source that can be verified and is at least 2.5 times the monthly market rent of the apartment being leased..." This document is designed to ensure that all applicants are fully informed of our criteria before proceeding.
  

  Your application was received on Friday, the 24th, informing us of your desire to cancel, and our on-site staff promptly processed the refund by Wednesday, the 29th. We understand that the processing time for payments can sometimes be longer than anticipated, and we sincerely apologize for any inconvenience this may have caused you. Some delays can be caused by the postal service as we process all refunds via check.
  

  We have confirmed that the refund payment was issued and sent, though it appears you have not yet received it. If this is the case, please contact our office and we will do what we are able to ensure that you receive the full refund of the deposit.
  

  We value your feedback and are committed to continuously improving our processes to better serve our customers. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  

  Thank you for your understanding and patience.

  
  

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21884187
  
  I am rejecting this response because:
  It has been 17 days since I was assured for the third time that I would be receiving my check for the deposit I submitted on May 24th. It is now July 5th and I am now behind on two bills that I would otherwise be caught up on. This is my life. This is affecting me tremendously. I need my money back. Its my money. I want a check overnighted to me immediately. I dont want this to go on. I dont want to take more time to file any court proceedings. That would be more money lost because I would have to take time off of work to do so. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/17/2024

  Dear *****,

  Thank you again for your message. We appreciate your patience as we worked to resolve your concerns regarding the holding deposit refund.
  We are glad to hear that you were able to collect the holding deposit from our corporate office on Monday, July 12th, after the mailed check was cancelled and reissued for you to pick up.
  If you have any questions or need further assistance regarding your refund, please don't hesitate to contact us. We are here to help ensure your satisfaction.
  Thank you once again for bringing this matter to our attention. We appreciate your understanding and look forward to continuing to serve you.

• Initial Complaint

  Date:06/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in regards to my lease at the **** at *************, which is valid from March 2024 until April 2025. I have paid a total of $9,326.28 to **** and Company so far based on the terms of my lease. Based on the lease **** and Company is required to abide by the covenant of quiet enjoyment guaranteed to renters under California law. Further, **** and Company specifies "loud and obnoxious behavior" as prohibited conduct based on the terms of my lease. The nature of my dispute is that **** and Company has not adequately upheld the terms of my lease because they have allowed my next-door neighbor to produce intolerable loud and obnoxious noise disturbances unabated for the last 4 weeks continuously. The neighbor's loud shouting and high-volume bass music can be heard penetrating the walls of my unit, I have notified management of this lease violation behavior almost daily for the last 23 days via email, and the noise disturbances have continued. This has rendered half of the square footage of my rental unit as unusable, and I am aggrieved that I am paying so much rent for an apartment that is partially uninhabitable. Therefore the business has not adequately tried to resolve the problem, and I am dissatisfied with their efforts until this point. As a means of allowing us to leave without causing financial harm for their business, they offered me the opportunity to re-lease my unit, and I would not be liable for rent if a new tenant is in place. I do not accept this resolution because my next-door neighbor makes noise disturbances that will dissuade any reasonable prospective renter from signing a lease on my unit. **** and Company has also offered me the chance to relocate into another vacant unit in the building, which I reject on the principles of thin walls and negligent management. My unit number is #***.

  Business Response

  Date: 06/12/2024

  Dear ***,
  
  
  We appreciate you taking the time to share your feedback regarding your experience in our community. We understand that noise disturbances can be frustrating and disrupt the peace and comfort of your home, and we sincerely apologize for any inconvenience this has caused you. Please know that we take all noise complaints seriously and have been actively working with the neighboring unit to address and resolve the issue promptly and help facilitate a positive living environment for all our residents. We are pleased to have worked with you on coming to an agreement on terminating your residency for your comfortability, and wish you the best in your future endeavors.
  
  
  If there is anything further we can do to help your experience with us, please don't hesitate to reach out directly.

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in my Apartment for over a year now, rent has increase and amenities have decrease. We have not had any guess parking for about 1 year. Approx. January 3, I did a maintenance request regarding terminates in my kids bedroom. My daughter has been sleeping in the living room since then because her bed is against the wall where the window is at. On 4/3/2024, I notice scaffolding outside my daughter room and the neighbors, and I asked the landlord to remove the scaffolding because it gives easy access to anyone to enter my daughters bedroom, we stayed with a family friend for the next few days. On 4/8/2024, the window was removed and replaced with a board that does not cover the entire window, bugs were entering I had to tape around it. On 5/8/24 my daughter calls me hysterical and crying saying someone is breaking in, I call 911 and rush home to find out that they are doing some electrical work and pulled the outlet from the wall dropping her PlayStation and fan. I call to complain and was told that the permit was approved, and they will be coming in the next day to replace the window. I refused; I did not want my kids alone while strangers are in my apartment after this incident. Landlord and I agree to have them come in on 5/15/2024 to install the window and do the framing work around the window, must be replaced because of termites. No one arrives. Today I learned that the work they are doing for my apartment has no permit! I previously asked the landlord if they have a permit and as told, we have a permit we would not be able to move forward if the permit was not approved (I have this all via text). What else can they be doing to my apartment without following the proper protocol? I pay $2,970 for rent each month and my daughter has not been able to sleep in her room since January 2024. Termites are in most of my apartment we continue to see droppings, especially in the floor wood frame.

  Business Response

  Date: 05/21/2024

  Thank you for bringing your concerns to our attention. We value your residency with us, and furthermore understand the importance of transparent and effective communication regarding the work done in and around your apartment home. We also appreciate your feedback, as we seek to ensure your stay with us is nothing short of exemplary! We have addressed the following items, and will touch base with you personally to discuss your request for rent abatement. Please note the following:
  Permits for the Work: We have a permit on file for the work completed in your apartment home. The permit for your window was included in a larger permit that covered additional repairs throughout the building, all work was properly authorized and inspected by the appropriate civic authority.
  Termite Treatment: We have addressed the termite droppings issue by treating the affected areas. If you notice any new signs of termite activity, please inform us immediately so we can take further action.
  Scaffolding: The scaffolding was essential for completing exterior work safely and efficiently. It has been removed as soon as the work was completed and upon your request.
  Electrical Outlet: The electrical outlet you mentioned was part of our work scope. We have addressed and resolved this issue.
  We value your feedback and are committed to ensuring your satisfaction. If there are any other concerns or issues, please do not hesitate to contact us. Otherwise, you will be hearing from me personally next week regarding the discussion of rent abatement.
  
  Warmest Regards,
  
  Franklin ******, Regional Portfolio Manager
  
  ***************************************************************************************************************************
  Main: **************
  Direct: **************
  Mobile: **************
  Email: *********************************************

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21722673
  
  I am rejecting this response because:

  As of today 5/29/2024,the scaffolding remains; giving anyone easy access to my daughters room,window has not been replaced and the wood board is still up where the window supposed to be. You replied as if my daughter is still not sleeping in the living. Lied on your reply about the work being permitted, its public record.  I do not want any verbal communication between us. If you can lie in writing, I can only imagine the lies you will say if we speak. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/31/2024

  Dear ******, 
  
  We have a permit on file, the permit number is 24016-10000-0766. This permit includes a supplemental permit designed to expand the scope of work to include your apartment home #***; this is a matter of public record, which you can review at your discretion. We installed a piece of plywood to accommodate your request for privacy during the work. We have previously attempted to access your apartment home to remove the board, and the team will reach out to you again to make arrangements to access your home. The team can remove the board, finish up window installation and complete the stucco work outside your window within the same day. The bedroom you referenced is not uninhabitable, so there is no need to have an occupant sleep in another area. Pardon, the scaffolding in question was still up, this was a matter of confusion about which window we were referencing. The scaffolding can be removed once we perform the work mentioned above, which requires access to your home. 

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident at ********************************************************************, Apartment X, under the management of Moss Management Services, Inc. and owned by Lake Street Preservation, LLC. Since my tenancy began on September 30, 2023, I have lived with a persistent vermin infestation, specifically German cockroaches, which management has repeatedly failed to address effectively despite numerous complaints and requests for remediation.The issue has been ongoing, with the first complaint made in December 2023, followed by multiple pest control attempts that have proven ineffective. I have documented each instance of the infestation and managements responses.Moreover, I have requested the replacement of contaminated appliances (stove and refrigerator) that harbor roaches, underlining these as necessary measures to control the infestation, based on professional pest control advice. These requests were initially made on January 18, 2024, and have been consistently ignored or inadequately addressed by merely cleaning the appliances instead of replacing them, a multitude of retaliatory acts from management, including threats of eviction and coercive practices aimed at dismissing my grievances or compelling me to accept inadequate settlements, to bypass the breach of the lease. These actions have created a hostile and unhealthy living environment, further compounded by managements removal of tenant association notices and interference with tenant rights to organize and address these habitability concerns collectively.This situation has not only caused significant emotional and physical distress but also poses ongoing health risks to my family, especially considering the specific health vulnerabilities (e.g., asthma and eczema) of my son. We seek a comprehensive resolution that includes a full eradication of the pest issue, replacement of contaminated appliances, assurance of no retaliatory actions by the management, and acknowledgment of tenant rights as stipulated under California law.

  Business Response

  Date: 05/01/2024

  Dear **************:
  
  On April 26, 2024, the Regional Manager sent you a response regarding your concerns.  As previously stated, your apartment has been serviced on March 19, 2024 and a follow up treatment on April 22, 2024 as a preventative measure.  On each date of service,  the pest control technician concluded, and imputed in their notes, that at the time of service there was no live activity, nor did they see any signs of general pests.  The new appliances that were provided to your apartment were also cleared from general pests.  
  
  We do empathize with how you are feeling but we are confident that we have done everything within protocol to help alleviate your concerns, and make sure that your place of dwelling meets the standards of **** and Company, as well as by abiding by all city and state laws.
  
  We are here to answer any questions you may have.
  
  
  Respectfully,
  
  ***************************

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21615006

  
  I am contesting this response due to several inaccuracies. The management company has consistently delayed my pest control services for over 95 days from Dec 16th 2023 - March 19th 2024, and we were forced to get pest services again on April 22nd *************************************** the unit, not as a preventative measure. The fact they refuse to acknowledge the issues is a clear example of their negligence and disregard for tenants health and well being. All of which I have documented. They falsely claimed the stove was new, when in reality, it had been used by the previous tenant. This pattern of dishonesty is pervasive. The management also terminated our tenants' association and issued a cease and desist letter when I attempted to revive it. They have admitted to spraying pesticides on the old oven and are now threatening eviction unless I accept the contaminated appliance. The lack of a functional stove significantly impacts my son's and my quality of life, as we are unable to cook like other tenants. Despite my repeated requests, reasonable accommodations under the *** have been consistently denied since January 18, 2024. While the management may present a positive image, their actions consistently violate tenant rights. I intend to share copies of emails and the cease and desist letter, which highlight these violations. The pest control company confirmed that the appliance had been sprayed, further emphasizing the need for a vermin-free, pesticide dust-free, contamination-free environment. Referring to the clearly used stove as new demonstrates the extent of their dishonesty. I will also provide a settlement letter proving their prior knowledge of vermin in the unit and my request for new appliances. It is evident that the management engages in deceptive practices, even going as far as making false claims to the BBB and issuing threats and eviction notices to tenants who assert their rights.
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/17/2024

  Dear **************:
  
  Thank you for voicing your concerns once again.  **** and Company has continuously been servicing your apartment for general pests, and will continue to do so until you let us know that it is no longer needed.  However, I am happy to report that on the pest control service dates which were January 18, 2024, March 19, 2024, April 22, 2024 and May 7, 2024, your apartment was serviced for general pests and the vendor reported that there was no live or dead activity in the apartment. At your request, the pest control company changed the pesticides used with EcoVia pesticides for the health and wellbeing of your household members.  The appliances in the apartment were also inspected and are in good, working condition. We are confident that we have done everything at your request, which meets all City and **** and Company procedures and guidelines.
  
  
  We do empathize with how you are feeling, but we are confident in knowing that we have done everything within protocol to help alleviate your concerns.  
  
  
  Respectfully,
  
  
  ***************************